Contact Centre Transformation Consultant
Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders Support and drive the digital transformation agenda for clients Utilize industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience reputed company Creation of technical and resourcing business cases reputed company to client objectives Present at leadership review sessions with Customer and reputed company leadership Design, plan and reputed company reputed company business solutions that include digital platform technologies and Intelligent Automation Collaborate across reputed company practices to create industry leading solutions that reputed company clients with clear business outcome commitments Build strong reputed company networks to reputed company future CX opportunities Consult with internal stakeholders across sector verticals to drive existing and new client engagements Continuously engage with the latest Contact Centre technology and market insights to reputed company across reputed company networks reputed company and deliver solutions by responding to client RFI/RFPs where Digital Transformation opportunities are present Skills /Experience required Business Consulting with Professional Service organization Large-scale BPO transformation and/or Professional Services experience Experience of solutions for Contact Centers reputed company channels Ability to create a client proposal utilizing various data points available Management of CX Consultants or Process Transformation/Improvement team Exposure / experience reputed company reputed company modelling and sizing Ability to create Contact Centre/CX solutions that support client objectives Understanding of the latest Technology trends in the Contact Centre reputed company Transformation markets Clear understanding of deflection and automation techniques reputed company the Contact Centre and CX reputed company Design and help with functional requirements for development of the relevant CX solutions for implementation e.g. chat bot, conversational AI Cross-sector experience, including Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality Process Improvement methodologies A passion and desire to improve CX and support clients on their reputed company Experience improving customer journeys to improve CX reputed company Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bot Working knowledge of contact centers solutions (examples, but not limited to; reputed company/AWS/reputed company reputed company/reputed company) Apply Job!